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WELCOME TO UPPER LIMITS MIDWEST, INC. "YOUR VAPING EXPERTS"

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Upper Limits

Customer Service & Support

Contact Us By Phone!

Phone Directory

  • Store Phone: (217) 679-4315
  • Web sales dept - 1002
  • Vendor purchasing dept - 1003
  • Administration - 1005
  • Age Verification Text Line- (217) 685-4972

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Create A Support Ticket

Create an order/product support ticket with our support team.

https://upperlimitsinc.com/aw_helpdesk/ticket/

Create a mailing/shipping support ticket with Route support team.

https://help.route.com/hc/en-us/articles/360020319513-How-to-report-an-issue

Create a refund ticket with our support team.

https://upperlimitsinc.com/returns/rma/list/

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AGE VERIFICATION POLICY AND PROCEDURE





Age verification support:

https://agechecker.net/support



By using our websites, products, and services you agree to comply with our age verification policies and procedures.

AGE VERIFICATION POLICY AND PROCEDURE

Good news! Age verification just got easier! Upper Limits now offers agechecker.net for online orders that require shipping! In most cases, all that is required is a few simple details!

Effective immediately, www.agechecker.net will be providing all age verification services for our ecommerce site. Agechecker.net is an industry leader in verification technology, service and compliance. With age verification being required by state and federal law, we are excited to streamline this step to make it more efficient for our customers and staff when shopping with us resulting in expedited order processing and shipping times.
Agechecker.net uses multiple trusted and secure data sources to verify your information provided with each order. Their process has been developed with privacy and security in mind. Sensitive information is never shared and is not accessible. This is extremely important to our company knowing that our customers' data is always safe and secure

For more information on agechecker.net, please visit https://agechecker.net/faq

Upper Limits is dedicated to ensuring that products are only sold to those of legal age. We reserve the right to use age verification systems in accordance with federal law. Upper Limits reserves the right to ask for identification at any time and we reserve the right to cancel and refund any order due to non-compliance with verification policy and any fraudulent activity will be reported to local authorities.

What information is required?
For most customers, we only require name, date of birth, and address. If we cannot verify your age automatically, we will prompt you to submit an image of your government-issued photo ID - the same one you would present in a retail store to buy the same product. Please note that our software is often able to retrieve your name and address automatically from your payment or shipping credentials. In this case, you will only have to input your date of birth manually.

How do I upload my photo ID?

To make it as easy as possible, we have three options for sending us a photo ID:

  • Take a picture using your webcam directly from our popup.
  • Upload an image saved on any device.
  • Enter your mobile phone number and we'll text you a link to complete the process on your phone.
What kinds of photo IDs do you accept?
If you are prompted to submit a photo ID to complete the age verification process, we will accept a government-issued ID such as a driver's license, state identification card, military ID, or passport. Your name, date of birth, and the expiration date must be visible, and name on the ID must match the name on the rest of your order information. The date of birth you enter into our popup must also match the ID, even if both are above the minimum age. Accurate records will allow you to pass the ID prompt next time. Certain IDs, such as military IDs, require images of the front and back to show us the necessary information. If you are having trouble uploading two images in one submission through our popup, please email them as attachments to [email protected] and we will manually verify your order. Since we delete ID submissions automatically, two separate submissions cannot be verified.

How is my information secured?
The information you provide is used solely to verify your age. We never share or sell data to third-parties. Your privacy and security are important to us. Access to all of our services is protected with strong 256-bit AES encryption. All personal information is stored on a private internal network that is not connected to the internet. We will securely store your date of birth, name, and address so that we can verify you without photo ID if you order again. Photo IDs are not stored; they are deleted as soon as you are verified. For more information, see our privacy policy.
 
How long does it take to be verified?
We can verify about 90% of U.S. customers instantly using just their name, address, and date of birth. If you cannot be verified automatically using basic order information, you will be prompted to submit an image of your photo ID. This process is easy and occurs within our popup; you will not be redirected from the checkout page. Once you have submitted a photo ID, it usually takes 10 to 30 seconds to verify you, depending on the number of requests in our queue.
Can I cover sensitive information on my photo ID?
Yes, as long as we are able to clearly see your name, date of birth, the expiration date, and enough of the ID to verify that it is real, you may cover other information such as your driver's license number and address.

Do I have to get verified every time I order?
If you've uploaded an ID once and use the same name, address, and date of birth for your next order, you won't be asked to submit an ID again. If one of those three things changes or is entered inaccurately, we won't recognize you, triggering the ID prompt. There are certain exceptions, however. Websites can customize our settings to require an ID for every customer, whether new or returning. Settings vary from website to website and are updated at the website's discretion.

What if I don't live in the U.S.?
Customers outside the U.S. are still required to submit their information for our records. We use IP geolocation to determine that you are outside the U.S. then refer to rules the website has chosen for international orders or your specific country: they may block purchases, require an ID for every international purchase (our team is equipped to verify foreign IDs), ask you to self-certify age, or disable age verification

I thought I was of legal age to buy this product! Why is it saying I'm not?
We provide age verification services to a variety of business types. Most sell age-restricted merchandise such as alcohol or tobacco. Some may simply want to check your eligibility for a senior discount - our software is not one-size-fits-all. Every website chooses their own age requirements and our software enforces them. On December 20th, 2019 the federal legal age to purchase tobacco products, which include electronic cigarettes, was raised from 18 to 21 across the U.S. when the President signed legislation to amend the Federal Food, Drug and Cosmetic Act. The federal law supersedes state and local age requirements. Whether or not settings reflect current regulations is up to each website. For instance, many websites required all customers to be 21+ far before it became law, even if the state regulation was 18+. Some use our software to block purchasing entirely from states or cities. We uphold the settings websites choose and cannot override them. We understand that you may have a unique scenario and want to ask for an exception, but as a third party we simply uphold website requirements. Please contact the website directly if you have questions about their minimum age policies.

Who do I contact for support?
If you are experiencing any issues during the age verification process, please email our support team at [email protected]. We are available around the clock. To resolve issues unrelated to age verification (e.g. product inquiries, shipping times, etc.), please contact the website directly.

Thank you for your continued support,

-The Upper Limits Team

(217) 679-4315 Customer Service

[email protected]